Customer Service Officer

Brackenberry; Yeovil; On-site; GBP 60,000 - 80,000; Full time

Job summary

A local authority service provider is looking for a Customer Service Officer in Yeovil. This role involves being the first point of contact for residents seeking advice and guidance. The role combines face-to-face, telephonic, and online support, requiring a dynamic approach to customer service. Applicants should demonstrate strong interpersonal skills and the ability to handle difficult customer interactions professionally. Immediate availability and a right to work in the UK are essential for applicants.

Qualifications

• Proven ability to listen actively and engage with empathy in customer interactions.
• Strong interpersonal skills for effective face‑to‑face and telephone communication.
• Ability to remain calm and professional under challenging customer situations.
• Good fundamental computer skills and ability to learn new systems quickly.
• Proactive approach with enthusiasm to understand various Council services.

Responsibilities

• Serve as the initial contact for customers in the office and remotely.
• Assist customers with online digital solutions for self‑service.
• Log and manage customer information and enquiries accurately.
• Work primarily from the main office and Customer Service Point in Yeovil.
• Handle sensitive and complex customer interactions with resilience and professionalism.

Skills

Active listening

Interpersonal skills

Empathy

Verbal communication

Technical proficiency

Problem-solving

Job description

We are working closely alongside with a local authority in Somerset to assist with the appointment of a Customer Service Officer on a 3 months contract, highly likely to be extended at client's discretion. Please apply with your CV for immediate consideration.

Rate of Pay

£13.47 – £17.82 per hour

Summary

The Customer Service Officer is the first point of contact for residents of Somerset seeking advice, guidance, and support from Somerset Council. This is a dynamic, fast‑paced, and highly rewarding role that combines face‑to‑face customer contact with telephony and online digital support. The primary focus is to effortlessly provide quality service and promote customer self‑service using online solutions, handling a high volume of enquiries across the Council’s diverse range of services.

Responsibilities

• Serving as the initial contact for customers visiting the office, calling on the telephone, or seeking online assistance.
• Demonstrating resilience, professionalism, and empathy when dealing with sensitive, complex, and potentially emotive customer interactions.
• Actively guiding and supporting customers in using online digital solutions to help them successfully self‑serve, in line with the Council’s increased digital focus.
• Accurately logging, updating, and managing customer information and enquiries using multiple in‑house technologies and systems.
• Primarily working from the main office at Brympton Way and the Customer Service Point (CSP) inside Yeovil Library.

Essentials

• Proven ability to listen actively, demonstrate empathy, show understanding, and interact with kindness in every customer exchange.
• Strong interpersonal skills for engaging effectively in face‑to‑face interactions and clear, professional verbal communication for telephony support.
• The ability to remain calm, professional, and self‑assured while handling a high volume of challenging, sensitive, and sometimes emotive customer interactions.
• Good fundamental computer skills, including the confidence and enthusiasm to quickly learn new council systems and efficiently use multiple technologies simultaneously.
• A positive, proactive, and curious approach with the enthusiasm to learn about the wide range of Council services to effectively resolve customer issues at the first point of contact.

Please note

• You should be available to work immediately or at a short notice.
• You should have right to work in U.K.

Disclaimer

Brackenberry Ltd is acting as an Employment Business in relation to this vacancy. We are committed to equality in the workplace and is an equal opportunity employer. Unless otherwise stated all of our roles are temporary, though opening assignments can be and often are, extended by clients on a longer term basis and can sometimes become permanent.

Important

We will interpret your application as being permission to submit your CV to this role (with the right to represent you) unless you advise us to the contrary. In case the role requires an enhanced DBS, your DBS must be either through us or be accompanied by a subscription to the DBS updating service.